A Day in the Life of a Service Operations Trainer:

As a Service Operations Trainer for Liberty Military Housing, you will be responsible for coordinating, delivering, and preparing all training as it relates to the lifecycle of a multi-family community's Make Ready Process (move in through move out). You will provide training and resource tools to help improve customer service interaction, scheduling maintenance work, including the work of vendors/contractors, and oversight of work order response and completion times. Your role requires the facilitation of courses and materials that apply to team member growth, soft skills, and systems learning with a targeted focus on improving the company’s key objectives. You will also aid in evaluating team members’ performance and monitor adherence to Liberty Military Housings' internal policies and procedures.

Your Responsibilities include, but not limited to:

• Facilitate training courses applicable to Service Managers/Coordinators and other maintenance personnel directly impacting the Make Ready Life Cycle and Work Order Response/Completion Times (i.e., Systems training, leadership development, customer service, operational training, onboarding, Standard Operating Procedures, etc.).
• Promote and deliver on-site, 1:1, classroom, and webinar-based training sessions.
• Develop and deploy evaluations and assessments to measure training solutions, effectiveness, retention, application, and impact on business.
• Through data analysis, recommend appropriate learning tools that are engaging, effective, and value-added to achieve company objectives based on Team Member’s needs.
• Responsible for the coordination and communication related to training, including invites, agendas, room setup, training schedules, and reports.
• Provide training on various system-based Maintenance Dashboards to manage all open work orders, vacant turns, and address “red flag” work orders open more than 7 days.
• Facilitate and demonstrate appropriate resident communication during the work order and make ready life cycles to ensure services are completed to Liberty Military Housing’s standards and meet residents’ satisfaction.
• Develop and deploy training for addressing and following up on customer service concerns from the SatisFacts survey.
• Promote and display positive resident relations by ensuring resident concerns and requests are responded to on time to ensure resident satisfaction.
• Perform various administrative and computer tasks, email communications, and input of information/data into various software and information systems (Payscan, Yardi, and other company-related systems).
• Observe/Participate in Quality Control and BOM inspections to ensure team members' comprehension of the process and that the inspection is completed in accordance with Liberty Military Housing quality control standards.
• Complies with all federal, state, and local applicable laws, including Fair Housing, OSHA safety regulations, local applicable laws regarding health, safety, or environment, and LMH Standard Operating Procedures and Policies.

What You Need for Success:

• Knowledge of learning and development best practices
• Excellent leadership and professional presentation skills
• Excellent written and oral communication skills
• Property Management experience preferred.
• Exceptional scheduling and organizational skills.
• Software proficiency, specifically Yardi, PowerPoint, MS Word, and Excel.
• Experience working with Learning Management Systems
• Knowledge of Fair Housing Laws
• Previous demonstrated training experience preferred; classroom and virtual facilitation required

Pay Range: $75,000.00 - $87,000.00 Annually